Hello & Welcome to Just Answer,
Sorry to hear of any trouble you may be having.
To help you with this issue, may I ask:1) The FULL Model Number of the device you are working with (usually printed on the back of the device)?2) The AGE of the device?3) WHEN this issue first began?
NOTE: If you can not find the Model, please look for the Serial Number and send it (usually printed right next to a BAR CODE or QR CODE).
I see it has been a few days and I just wanted to follow up to see if you have any more questions concerning this issue or if the issue was resolved.
I look forward to any further questions or results that you may have.
Thanks, ***** *****
I'm just trying to follow up with the question started a few days ago. If you can reply here to the original questions I had (pasted again below), we can most likely figure this out.